Refund policy
Due to the hygienic nature of hair extensions and because products may be prepared or sourced specifically for each order, all Soft HER Hair sales are final.
Each bundle is carefully inspected before shipment for length, texture, condition, and order accuracy.
No Cancellations, Returns, Exchanges, or Refunds
Once an order has been submitted, it cannot be canceled, changed, modified, returned, exchanged, or refunded.
Soft HER Hair does not accept cancellations, returns, exchanges, or refunds under any circumstances after checkout is complete, except when Soft HER Hair is unable to fulfill the order or when otherwise required by applicable law.
Please carefully review all products, lengths, textures, quantities, contact information, and shipping details before submitting your order.
Raw and Virgin Hair Characteristics
Soft HER Hair offers raw and virgin human hair.
Because human hair is a natural product, no two bundles are guaranteed to be identical. Slight variations in color, curl or wave pattern, texture, density, luster, and overall appearance are normal and are not considered defects.
Incorrect, Missing, Damaged, or Defective Items
Please inspect your order immediately upon delivery and before washing, altering, or installing the hair.
If your order is incorrect, missing an item, visibly damaged, or appears defective, email hello@softherhair.com within 3 calendar days of confirmed delivery.
Please include:
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Your full name
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Order number
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A description of the issue
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Clear photographs of the hair, packaging, and shipping label
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An unedited video clearly showing the concern
The hair must remain unused, unwashed, unaltered, and in its original condition and packaging during review.
Submitting a concern does not guarantee approval. If Soft HER Hair confirms an order error or product issue, the resolution may include replacement of the affected item or store credit.
Refunds are not guaranteed and will only be issued when Soft HER Hair cannot fulfill the affected merchandise or when required by law.
Shipping Delays and Unfulfilled Orders
Soft HER Hair will make reasonable efforts to ship orders within the processing timeframe displayed on the website.
Carrier delays after an order has shipped do not automatically qualify for a refund.
If Soft HER Hair cannot fulfill an order, payment for the unfulfilled merchandise will be returned to the original payment method.
If an unexpected shipping delay occurs, customers will receive any notice and options required by applicable law.
Approved or Required Refunds
Any approved or legally required refund will be issued to the original payment method.
Please allow 5–7 business days for Soft HER Hair to process the refund. Additional processing time may be required by the customer’s bank or payment provider.
Original shipping charges are nonrefundable unless the entire order is refunded because of a confirmed Soft HER Hair fulfillment error or as required by law.
Contact Us
For order-related questions, email:
Please include your full name and order number.
By completing your purchase, you confirm that you have reviewed and agreed to this policy and understand that all sales are final.
Last updated: June 23, 2026